Keeping Customers Close in a Competitive Global IT Service Market

Keeping Customers Close in a Competitive Global IT Service Market - Yes that's YOU too!

Howard Kendall, Founder & Chairman, Service Desk Institute (SDI)

In ITSM - and iTIL v3 - we talk about getting closer to our business customers. What does that really mean in practice? And what can you do to get some quick wins?
Understanding the customer business & culture - and their pains to address. Today's world has the most demanding customers ever. However the lessons of Jan Carlzon's 'Moments of Truth' book still apply. Getting underneath our customer's requirements to truly learn their business 'pains' in their own culture and environment is difficult to do, but it can be done. This will provide you with lasting benefits, and a truly loyal expanding customer base.
The people & skills you must have to compete and survive. In some western countries we've stopped trying to keep our skills up to date - and we're losing competitiveness as a result. In other countries - Asian countries in particular, people are so hungry to learn they choose all sorts of learning to boost their job and promotion prospects. I'm sure I know what are both the right skills to succeed in today's economy, and the type of people behaviours and attitudes you need! And they are there in all of us, some of us show them more than others but how do we get those skills used most effectively for our personal and business success?
Which standards, processes & technology will help - and what won't. There are a whole lot of processes, standards, infrastructures, SAAS, virtual and dedicated software and tools out there. Many of these are pursued hungrily by advocates and followers. But which really make a difference? What should YOUR priorities be? How do you get the maximum return at the lowest cost?

Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.

This webinar is part of BrightTALK's Founders Spotlight series. In the seventh episode of this series, Harriet Jamieson interviews Jeff Rumburg, founder of MetricNet and recipient of the 2014 Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry.

Jeff’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, is a renowned ITSM speaker, and thought leader, and has taught graduate-level engineering and business courses. He was previously Vice President at Gartner.

Vivit launches its first ever IT Operation Management (ITOM) SIG Talk event. We have 3 speakers who will give you insights in the ITSMA Containers Concept and migration into the Hybrid Cloud. They will share their knowledge and expertise and provide thought-provoking and actionable content.

Shown below is an outline of the agenda and topics:

•Speaker: Eric Krueger
Everything you need to know about the Micro Focus ITSMA Containers Concept: Containers are here and they are the best way to deploy, maintain and upgrade software. What are containers? How are they deployed? How is the software different on containers than traditional platforms? Why did HPE/Micro Focus decide on a containerization approach to their ITSM suite? Tune in and find out why containers are the deployment method of the future and how to transition your existing ITSM suite from your Linux or Windows environment to a Containerized environment.

•Speakers: David Angradi
A “real” migration into the Hybrid Cloud (HCM, PlateSpin, and Cloud Assess): The Hybrid cloud has either been a unicorn (something beautiful but not real) or a boogey man (something to prevent disruption) in our ecosystem for the last several years. In marketing and static architectures, we have seen a lot of promises, but very little actual progress.

Hybrid Cloud is becoming more important everyday as nearly all companies are in (or will be in) the public cloud but many of these same companies ‘know’ that they cannot be 100% public. So, the problem we are all trying to solve is how can we provide all the features, functions and automations.

Everything you need to know about the Micro Focus ITSMA Containers Concept

Containers are here and they are the best way to deploy, maintain and upgrade software. What are containers? How are they deployed? How is the software different on containers than traditional platforms? Why did HPE/Micro Focus decide on a containerization approach to their ITSM suite? Tune in and find out why containers are the deployment method of the future and how to transition your existing ITSM suite from your Linux or Windows environment to a Containerized environment.

Join us for the next upcoming SIG Talk on Thursday, April 19, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1081712&group=.

Two speakers will share their "Tips & Tricks" insights on implementation on an effective test automation framework in DevOps and dos and don'ts with Unified Function Testing (UFT) and Lean Functional Testing (LeanFT). They will share their knowledge and expertise and provide thought-provoking and actionable content.

Shown below is an outline of the agenda and topics:

•Speaker: Bob Crews
Seven Tips to Implement an Effective Test Automation Framework in DevOps: This presentation will provide seven strategic, proven tips to more effectively design and implement a robust test automation framework in an Agile and DevOps environment. A brief overview of the critical components and characteristics of an effective framework will be presented followed by the key value and benefits, essential for justification to leadership.

•Speaker: Carsten Neise
Dos and Don'ts with Micro Focus UFT and LeanFT: Carsten will demonstrate what bottlenecks you may fall into daily from installing Micro Focus UFT up to usage. Additionally, he will show some differences in using Micro Focus LeanFT and UFT.

Join us for the next upcoming SIG Talk on Tuesday, April 17, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1083510&group=.

This presentation will provide seven strategic, proven tips to more effectively design and implement a robust test automation framework in an Agile and DevOps environment. A brief overview of the critical components and characteristics of an effective framework will be presented followed by the key value and benefits, essential for justification to leadership.

Join us for the next upcoming SIG Talk on Tuesday, April 17, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1083510&group=.

Business pressures are driving many IT organizations toward faster release cadence, Lean, and more Agile-like development processes. Many groups have developed processes and practices that already work very effectively, without requiring significant change. But to succeed in a bimodal world, many customers are looking at multiple tools to support newer practices and Continuous Integration (CI). Micro Focus ALM customers already have access to the tools and capabilities to succeed.

Join this webinar:

To understand what’s new in the Micro Focus ALM portfolio
To see all the new capabilities that help you unlock your existing investment. To view a demonstration of the latest capabilities in the ALM platform, including the integrations between ALM and ALM Octane and the Development, Testing, and Build environments

For this Vivit SIG Talk session, 2 Performance Testing thought leaders will be featured. They will share their knowledge and expertise with you.

Below is a quick outline of the agenda and topics for you:

Speaker: Scott Moore - Performance Testing Internet of Things:

• An overview of IoT architecture and protocols
• A deeper look into the MQTT and CoAP protocols specifically
• A demonstration of how to test the performance of IoT applications using LoadRunner 12.55

Project and Portfolio Management, PPM, is continuously evolving, especially with the Agile adoption in the Enterprise. Portfolio managers are now asked to manage integrated portfolios with hybrid projects (Waterfall & Agile).

PPM version 9.42 brings a new portfolio management module, including Epic and seamless integration with Agile tools. You can now create your own KPIs to measure success of the various portfolios and integrated programs and projects. These new features bring agility and more insight data, so that you can focus on what is most important for the business.

In this webinar, you will learn about:

New integrated PPM Portfolio management
How to create unlimited portfolio scenarios
How to create Epics in PPM and integrate with Agile tools
New KPIs to monitor and measure portfolio strategy

Brought to you by the Vivit DevOps Special Interest Group.
DevOps is setting the pace as numerous organizations struggle to keep up…especially with test automation. It's imperative to have an automation test strategy allowing fast automation script development, solid data management, minimal maintenance, and scalability. This presentation will provide an overview of implementing a strategic test automation framework in a DevOps environment, and is completely tool agnostic. So, whether your team is utilizing UFT, UFT Pro, LeanFT, Selenium, or any other automation solution, you’ll benefit from this presentation.

- Lack of business awareness creates chaos and damages IT reputation
- What's the problem?
-How do we change? What do we change?
- Using change to scope managed services
- Configuration Management is a puzzle of assets, be sure the pieces fit and align properly
-Problem, Change and Configuration Management for your business is not the same as its done for IT

The concept of proactive problem management has been integral to ITIL for over 25 years. In practice it is rarely implemented, despite claims to the contrary.

James Finister explores what it really means to be proactive by decoupling problem management from incident management, and integrating it with wider IT capabilities including knowledge management, continuous service improvement, test management and DevOps.

The key to integrating ITSM and Infrastructure Configuration Management is awareness, expectation setting and communication. But with many CMDB/CMS implementations failing to deliver the value expected, organisations are realising how tough this can be and how complex and wide-ranging infrastructure asset and configuration management is. In this webinar David Cuthbertson looks at how to avoid de-scoped or failed Configuration Management implementations and how to put in place effective risk management processes.

Is your business suffering from “Bad ITSM”? You know, where every request for change goes before a
CAB. Or an SLA is whatever is configured in the ITSM tool. Or “services” are defined as things that IT
does, not what IT delivers in terms of business outcomes and value. Sound familiar?
Meanwhile, you’re reading and hearing a lot about DevOps.
Maybe DevOps is just what your ITSM implementation needs!
Get some pragmatic insight and advice from Doug Tedder in this informative webinar and learn five
ways that DevOps can fix a “bad” ITSM implementation.

In 2018, we use Hybrid IT to deliver, enable and facilitate organisational and business-driven outcomes. Yet organisations differ over whether they prefer ITIL or DevOps to support their fast-changing IT environments.

The amount of focus applied to each will depend on several factors, not least “what are the business or organisational outcomes you are trying to achieve?” In reality, you should consider both to be practical parts of your IT Management System and IT Operating Model.

This webinar will look at ITIL, DevOps and other compontments, and why it’s time to embrace multiple tools and methodologies in Hybrid IT.

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.